At a Glance
- Tasks: Lead and develop a team of IT Technicians to deliver exceptional service.
- Company: Join DHL, the #1 Best Workplace in Europe with a diverse culture.
- Benefits: Competitive salary, annual bonus, free parking, and wellness support.
- Other info: Dynamic environment with opportunities for continuous improvement and career growth.
- Why this job: Make an impact in a global network while advancing your career.
- Qualifications: Degree in IT or relevant experience, strong leadership and communication skills.
The predicted salary is between 33750 - 41250 £ per year.
Hours: Monday to Friday, 08:00 to 16:30 (40 hours per week - flexibility will be required to support business needs)
- Department: IT
- Grade: K
- Kick start your career with the #1 Best Workplace in Europe
At DHL, our people are our superpower.
As the most international company in the world, we connect over 220 countries with a team of 500,000+ colleagues, delivering time-critical parcels across the globe.
DHL Aviation UK forms part of DHL Express, playing a key role in keeping our network moving.
We’re proud to create an inclusive, diverse workplace where everyone can thrive.
Why You’ll Love Working With Us
You’ll get amazing benefits while building your future
- Competitive salary + shift allowance
- Annual bonus (up to 5%)
- Free onsite parking
- Pension (up to 6% company contribution)
- My DHL Rewards – discounts at 3,000+ retailers
- Private medical (after 12 months)
- Spark – wellbeing support
- Cycle to Work Scheme
- Enhanced Maternity Pay
- CIS Induction Week
About the Role
The IT Service Delivery Supervisor plays a key role in supporting the operational performance of our EMA, LHR and LTN sites, helping to deliver exceptional service across our global network.
You'll lead, motivate and develop a team of IT Technicians, ensuring the right skills, resources and support are in place to meet business needs.
Working closely with the IT Service Delivery Manager, you'll oversee day-to-day service delivery, drive continuous improvement, manage workloads and system upgrades, monitor team performance, and ensure compliance and training requirements are met to deliver a best-in-class IT support service.
- What You’ll Be Doing
- Lead, coach and develop a team of IT Service Delivery Technicians, setting clear objectives and supporting career development.
- Ensure high-quality IT support services are delivered across a 24/7 operation, meeting agreed service levels.
- Manage daily IT operations, including BAU activities, new installations and incident resolution.
- Build strong relationships with stakeholders, third-party suppliers and regional IT teams.
- Maintain IT security, compliance and adherence to DHL standards and best practices.
- Drive customer-focused service delivery, ensuring all tickets are logged, tracked and resolved effectively.
- Create and maintain IT processes, procedures and knowledge documentation.
- Support continuous improvement initiatives, employee engagement and a positive team culture.
- Plan resource coverage and shift patterns to ensure reliable service and system availability.
- What You’ll Bring
- Ideally educated to degree level in a relevant IT discipline (or qualified by experience).
- ITIL 4 Foundation, ITIL Strategist (Direct, Plan & Improve), ITIL Leader (Digital & IT Strategy).
- 5 years DHL or other Express/Logistics or IT Service/Software provider.
- Proven experience in IT service delivery, service desk operations, or technical support leadership within a fast-paced environment.
- Strong people leadership skills with the ability to motivate, coach, and develop high-performing teams.
- Excellent stakeholder management and communication skills, with the confidence to engage effectively with both technical and non-technical audiences.
- A customer-focused mindset, committed to delivering high-quality IT services and exceptional user experiences.
- Experience monitoring and improving service performance against agreed SLAs, KPIs, and operational targets.
- Ability to manage competing priorities, make sound decisions under pressure, and drive continuous service improvement.
- Our Recruitment Process
We aim to make your recruitment journey smooth, transparent, and engaging.
Our process often includes competency-based interviews, so be ready to share your achievements and experiences.
We encourage you to ask questions along the way - recruitment is a two-way process, and we want to make sure DHL is right for you too.
Important Information
Due to the nature of our business and CAA regulations, all candidates must provide a full 5-year employment history, and a Criminal Record Check will be carried out as part of the recruitment process.
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IT Service Delivery Supervisor in Hounslow employer: Deutsche Post
DHL Supply Chain is an exceptional employer, offering a dynamic work environment in Faverdale where teamwork and collaboration are at the heart of our operations. With a generous pension scheme, access to 24/7 GP consultations, and numerous employee benefits, we prioritise your well-being and professional growth. Join us to be part of a diverse team that values your contributions and supports your development in the logistics industry.
